Contents
How do I search for knowledge articles in ServiceNow?
Search the knowledge base
- Navigate to the customer service portal.
- Click Knowledge. The knowledge page displays a separate category for each of the products purchased by this customer. It also displays lists of articles by: Featured content.
- Do one of the following: Option. Description.
How do I search in service now?
Search by one or more columns in a list
- Click the search icon. to expand the column headers and add a search field to each column.
- To search a single column, enter the search text in the desired column search field and press the Enter key.
- To search multiple columns, perform one of the following actions.
How does contextual search work in ServiceNow?
The ServiceNow® Contextual Search application focuses on the context of the query as well as the intent of the user to fetch the most relevant set of results. With the help of Contextual Search, you can view the related results within a form or record producer based on the text that you enter in a field.
How to search for knowledge articles in case form?
To search for knowledge articles in a case form, select the Knowledge Base Search search box in the Knowledge Base Search control of the Related section. The search results are automatically populated based on a field your administrator configured in the Knowledge Base Search control properties.
How to create a knowledge base article url?
To configure a knowledge base article URL, do the following: In the sitemap, under Knowledge Base Management select Settings. Under Support Portal Connection, set Use an external portal to Yes. In the URL format field, enter the URL name. Select Save. The knowledge base article link is now active and can be copied and shared.
How to configure the knowledge base search control?
You can configure the Knowledge Base Search control to: Show automatic suggestions in search results based on certain fields, or based on text analytics. The text analytics feature in only available for Dynamics 365 for Customer Engagement. Define filters that users can use on search results.
How are search results generated in knowledge base?
The search results are automatically populated based on a field your administrator configured in the Knowledge Base Search control properties. Out of the box, for a case, this is the title of the case record. For more information, see Knowledge Base Search control.